So many questions but, the best advise I can give you here is to know why you want to apply, what makes you a good CSR, recall a time that you shined as a CSR, What you do if you get an evil customer-how you deal under pressure. They really want to know that you are not going to be an evil, weak under pressure CSR that takes things a caller says personal at all and believe me some of those claimants can get either very emotional or just plain mean but, try to empathize with them.